Day Concierge

LRM Prime specialise in delivering exceptional residential management services to upscale residential and mixed-use developments, primarily in the prestigious heart of Central London. With unmatched expertise in managing prime and super-prime properties, we bring our clients' brands and values to life, offering bespoke solutions that elevate luxury living to the next level.

The Residential Day Concierge is responsible for creating a safe, welcoming, and high-end residential environment by providing exceptional service, clear communication, and personalised care to residents and guests. The role requires close collaboration with other departments, attention to detail, and a commitment to upholding service standards and operating procedures. The Concierge will ensure that each resident receives a unique and satisfying experience, with every request handled promptly, professionally, and with grace.

Key Responsibilities:

1. Service Delivery & Customer Care:

• Provide outstanding, intuitive service to residents, guests, and visitors.
• Greet and welcome residents, their guests, and visitors with a warm, engaging presence.
• Ensure that each resident receives personalized attention and a seamless service experience.
• Maintain a climate of care and warmth, bidding residents and guests farewell with the same level of attention.

1. Communication & Liaison:

• Serve as a point of contact between residents and their guests, addressing inquiries and requests via phone, email, in-person, or other communication channels.
• Coordinate communication between residents and internal departments to ensure smooth operation and service delivery.
• Maintain accurate logs for all visitors and track resident preferences, adhering to One Nine Elms' guidelines.

1. Operational Support:

• Collaborate with all departments to maintain impeccable presentation across both front and back-of-house areas.
• Assist in ensuring that the building’s common areas are clean, safe, and secure.
• Support the smooth move-in and move-out processes for residents.
• Manage resident bookings for amenity spaces in line with Standard Operating Procedures (SOPs).

1. Concierge Services & Recommendations:

• Provide residents with recommendations for local area attractions, restaurants, theatre, sports events, health and wellness services, and transport arrangements.
• Assist residents with bookings for luxury leisure services, such as catering or event tickets.
• Handle all incoming luxury leisure requests from residents, working with the Amenities team to provide quick and efficient service.

1. Systems Management & Troubleshooting:

• Ensure efficient use of internal systems (e.g., SPIKE, Building Link, Cinema, KTV, Music System & Booking Room program) for tracking and managing resident requests.
• Troubleshoot household appliances and provide assistance in emergencies or when residents require help.

1. Security & Maintenance:

• Oversee the management of access for maintenance, repairs, cleaning, and visitors, ensuring the building's security at all times.
• Conduct regular patrols to identify and report faults or damage to building fixtures and fittings.

1. Administrative & Logistical Support:

• Maintain accurate records and logs for all resident-related activities, including mail delivery and service requests.
• Ensure that all resident mail is delivered accurately and on time.
• Record and manage all requests in SPIKE/Building Link, ensuring they are followed through to resolution.

1. Quality Assurance & Compliance:

• Adhere to all One Nine Elms procedures and guidelines, especially regarding Fire, Life, Health, Safety, and Security (FLHSS).
• Ensure that service standards, operating procedures, and quality assurance protocols are consistently followed.

1. Relationship Building:

• Build and maintain trusted relationships, particularly with VIP residents and clients.
• Proactively address issues before escalation and engage in effective problem resolution.

1. Training & Professional Development:

• Attend departmental training sessions as per the schedule.
• Continuously improve knowledge and skills in service delivery and operational procedures.

1. Additional Responsibilities:

• Perform all daily tasks outlined in the shift task list, ensuring all duties are completed proactively and professionally.
• Complete any additional duties or projects assigned by the Deputy General Manager, including occasional soft cleaning or parking residents’ vehicles where needed.

Qualifications & Skills:

• Strong interpersonal and communication skills, with a focus on customer service excellence.
• Ability to manage multiple tasks efficiently and effectively.
• Familiarity with internal systems such as SPIKE and Building Link.
• Basic knowledge of household appliances and troubleshooting techniques.
• A proactive, flexible approach to service delivery and problem-solving.
• Ability to maintain discretion, professionalism, and confidentiality at all times.

EEO Statement

We are an equal opportunities employer and are committed to creating an inclusive environment for all employees. We welcome applications from all individuals regardless of age, disability gender, gender identity, marital status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We celebrate diversity and strive to ensure that everyone is treated fairly, with respect, and has access to equal opportunities throughout their career with us.